I've long been a customer of Comcast and I am well aware of why people hate them. We've never had a complaint about the quality of our cable or their ability to provide the services we pay for. HOWEVER, I do take issue with their use of subcontractors for in-home installations/service appointments...I had an extra phone jack installed specifically for fax use, and let's just say it ain't pretty (they couldn't install an actual wall-jack, so there's a phone line coming up through the floor, with a crappy jack on the end of it). I also had the cable moved from one end of a room to another...again...not pretty. If I call them for one thing or another, I am almost always more knowledgeable than the person I am speaking with at Comcast (which doesn't really bother me - I'm an ex-IT person), but there have been times that I've needed to call on my mother's behalf because the tech on the phone isn't able to understand and/or handle someone who isn't tech savvy, and her issue lies outside the usual "let's reset the modem". RARELY have I called and spoken to someone who knows how to troubleshoot connectivity issues beyond a modem reset.
I also once had a customer service rep try to convince me that they were holding our digital purchases hostage because we were late with a payment. YES...I asked if they were "holding my digital movie purchases hostage" in those exact words and was spoken to as if I were ignorant. Needless to say, I called back, reported the previous CSR's behavior, was apologized to profusely, and got our digital media restored. All that said, I LOVE our phone/internet/cable service, but despise how Comcast actually deals with people.
I'll agree that their intent isn't bad when I see their front-line personnel getting some actual training beyond reading what's on a screen in front of them and flat-out lying to customers.